To avoid a cancellation fee, you must cancel or reschedule your appointment at least 48 hours before your scheduled session start time. This reasonable notice is required as a courtesy to your practitioner and other clients who may be waiting.

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The following cancellation fees apply:

• More than 48 hours notice: No cancellation fee.
• Between 24 and 48 hours notice: A fee of 50% of the session cost.
• Less than 24 hours notice or no-show: A fee of 100% of the session cost.

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Cancellation fees are not eligible for rebates from Medicare or private health funds. Clients with outstanding cancellation fees may not be able to access further sessions until the fee has been paid.

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Please note that neuropsychological assessments operate under different terms to therapy appointments and neurodiversity assessments due to their structure, duration, and clinical requirements. We encourage you to review our full booking and cancellation policies before proceeding.

• Neudle Psychology Client Portal: This is the most reliable way to cancel or reschedule, as it is available 24/7 and your notice is logged immediately. To reschedule, simply book your new appointment before cancelling your current one.
• Email: You can email us at admin@neudle.com.au
• Phone: You can call us on 03 8400 0088. If our lines are busy or unattended, please leave a voice message.

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To avoid a cancellation fee, you must provide at least 48 hours notice before your appointment start time. If cancelled via email or phone, the notice period is officially counted from the time we receive your message during our admin hours (these hours can be found on our Contact Us page). For this reason, we highly recommend using the Neudle Psychology Client Portal for any cancellations required outside of our admin hours to ensure your notice is logged in time. We do not accept cancellations via SMS.

• More than 48 hours notice: You can reschedule your appointment without incurring a fee.
• Less than 48 hours notice: If you need to reschedule with less than 48 hours notice, it is considered a late cancellation. In this situation, you have the option to contact our admin team prior to your session start time to find a new time slot. We will do our best to find an available session for you (limited to within one week following your original appointment date). This is subject to your clinician's availability. If we are unable to find a suitable time, the standard cancellation fee will be applied.

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Please note: The 48-hour notice period does not reset for rescheduled appointments. The cancellation fee that applies at the time of your reschedule will also apply to the new appointment.

Sessions are strictly 50 minutes long and will not be extended for late arrivals. If you are more than 15 minutes late, your appointment will be cancelled and you will be charged the full session fee.

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If you do not attend your appointment without any notice, it will be classified as a no-show and the full session fee will be charged.

On rare occasions, there may be unexpected interruptions to your session, or your clinician may need to cancel or reschedule your appointment due to unforeseen circumstances such as illness. We will provide you with as much notice as possible.

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We will work with you to find a suitable new time, but a reschedule may not always be possible or realistic, particularly for clients with regular pre-booked sessions. In such cases, the best option may be to wait for the next scheduled appointment.

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If a session is cancelled by your clinician and you have already paid, you will be offered a full refund. Alternatively, you may choose to put the payment towards a rescheduled or future booking. If you have not yet paid for the session, no charge will be applied.

A non-refundable 50% deposit is required before your clinician begins the assessment documentation / report writing process. Once this work has commenced, the service is not able to be changed or cancelled due to the significant time and effort involved in creating your custom-made report.

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The completed documentation and any applicable diagnoses will only be released once the remaining balance has been paid in full.

Neuropsychological assessments involve extended, pre-allocated clinician time and substantial work completed both during and outside of sessions. For this reason, different cancellation and rescheduling terms apply compared to therapy and standard neurodiversity assessments.
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By booking a neuropsychological assessment, you agree to the following cancellation and rescheduling terms in addition to Neudle’s general booking terms and cancellation policies.

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Cancellation before testing (initial booking deposit)
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To confirm a neuropsychological assessment booking, an upfront $1,000 initial deposit is required. This deposit secures your assessment date and clinician availability.
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If you cancel before sessions commence, the following applies to the initial deposit (notice periods are calculated from the scheduled start time of the first session):

• More than 7 days notice: 100% of the deposit is refunded
• Between 3 and 7 days notice: 75% of the deposit is refunded
• Between 1 and 3 days notice: 50% of the deposit is refunded

• Less than 24 hours notice or no-show: the deposit is forfeited in full

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If the deposit has not yet been paid, the booking is not confirmed and no cancellation fees apply.

If you need to reschedule before sessions commence:

• One reschedule is permitted with more than 7 days notice, subject to clinician availability
• Rescheduling within 7 days is considered a late reschedule and may result in partial or full forfeiture of the deposit, in line with the cancellation terms above
• Any retained portion of the deposit carries over to the new booking
• Further rescheduling requests may require a new deposit
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Cancellation after testing

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Once in-session testing has been completed a secondary deposit will be invoiced, at which point the assessment is considered to have progressed beyond the testing phase.
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At this point:

• The initial $1,000 booking deposit becomes non-refundable, as it covers testing time already delivered
• A secondary non-refundable deposit (50% of the remaining assessment fee) is required
• If you choose not to proceed at any point after testing is completed, the secondary deposit is forfeited in full, as it reflects work already completed or reserved by the clinician
• Where total clinician time completed exceeds the value of deposits paid, additional fees may apply in the event of assessment cancellation for work already undertaken
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Disengagement

If a client disengages or chooses to discontinue the assessment after work has been completed, the following applies:

• Deposits already paid are non-refundable
• Additional fees are payable for all clinician time completed to date beyond the amount covered by deposits
• Any additional fees are billed at the clinician’s standard hourly rate

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Neudle may decline to release partial documentation where doing so would be clinically inappropriate, misleading, or incomplete.
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Requests to stop the assessment early and receive documentation reflecting only the work completed to that point are treated as a change in scope. Any documentation provided will reflect the limited scope of work completed and may not meet the original referral or assessment purpose. Neudle may decline such requests where release would not be clinically appropriate.

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Feedback sessions

The feedback session is a scheduled clinical appointment and is subject to the following cancellation fees:

• More than 48 hours notice: No cancellation fee.
• Between 24 and 48 hours notice: A fee of 50% of the session cost.
• Less than 24 hours notice or no-show: A fee of 100% of the session cost.

Where the feedback session has already been included in paid assessment fees or deposits, a missed, late-rescheduled, or late-cancelled feedback session is considered used and is not refundable. Any additional feedback sessions requested will be billed at the clinician’s standard hourly rate.

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If a feedback session is missed, release of the final report may be delayed until the session has occurred or alternative arrangements have been agreed.

We require a valid credit or debit card to be stored securely on file for all bookings. This allows us to process payments efficiently and automatically apply any cancellation fees. By providing your card details, you authorise Neudle Psychology to charge your card for any applicable cancellation fees.

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• Private & Medicare Clients: Cancellation fees will be charged to the card on file.
• NDIS Clients (Plan-Managed & Self-Managed): You or your plan manager will be invoiced for the cancellation fee.

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In specific circumstances where a card cannot be stored on file, we will review your booking on a case-by-case basis. If approved, a 50% deposit is required to secure each appointment. This deposit is non-refundable if the appointment is cancelled within the 48-hour notice period. If a deposit has been paid and you cancel with sufficient notice, it can be credited towards a future session or be refunded.

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Please refer to our Booking Terms & Conditions for more information.

To ensure we can support as many clients as possible, if you have two or more no-shows or late cancellations in a row, any future appointments may be cancelled. For future bookings, if you do not have a card on file we will require a non-refundable full pre-payment to secure your appointment.